Description

A results-driven Customer Experience and Client Management professional with 14+ years in customer service, business development, and outsourcing. Proven expertise in B2B, B2C, and client relationship management, with a strong ability to optimize customer satisfaction, streamline operations, and enhance service quality. Skilled in quality assurance, process improvement, and data analysis, with a track record of leading teams and driving customer success in dynamic environments.

Industry field of expertise

Languages

Arabic
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Dubai City (up to 50km)

Etisalat
Customer Service Team Leader
TELECOMMUNICATIONS
August 2015 - April 2017 (1 year and 8 months)
Ajman - United Arab Emirates
• Supervised a team handling B2B and B2C customer support across phone, email, and digital channels.
• Monitored daily performance, delivered coaching sessions, and supported escalation handling.
• Contributed to process improvements that improved average handling time and overall satisfaction scores.
customer service Customer Loyalty/ Retention Communication Customer Journey
Dubai Technologies L.L.C
Customer Success Manager
TELECOMMUNICATIONS
June 2022 - Today (4 years)
Dubai - United Arab Emirates
• Managed a portfolio of 20+ enterprise and government clients, achieving 95%+ satisfaction and retention through proactive relationship management.
• Led daily operations of multiple contact center teams, overseeing training, coaching, KPI tracking, and performance optimization.
• Drove 30% account growth through strategic onboarding, tailored service delivery, and continuous client engagement.
• Collaborated with cross-functional teams to successfully deliver multiple SaaS projects, ensuring timely deployment and client satisfaction.
• Managed registration, application, and documentation processes for government tenders via portals such as Tejari and the UAE Ministry of Finance.
• Managed manpower operations including outsourced and full-time resources, handling onboarding, visa processing, HR coordination, and compliance with HRO models.
Communication customer service Salesforce Hubspot Zendesk
SmartWorld Technologies (Etisalat Partner)
Key Account Manager
March 2017 - October 2018 (1 year and 7 months)
Dubai - United Arab Emirates
• Managed a portfolio of 100+ key accounts across the UAE, including enterprise, government, and SMB clients.
• Generated AED 40–50K in monthly recurring revenue through strategic account growth and service expansion.
• Strengthened client retention with regular site visits, business reviews, and proactive relationship management, achieving a 35% renewal increase.
• Collaborated with internal teams to deliver customized solutions and address escalations efficiently.